Sr Mgr

5 days ago

Quiapo District, Philippines GCash Full time ₱1,500,000 - ₱2,500,000 per year
Do you want to take the first step in making Filipinos' lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation G ka ba? Join the G Nation today

Key Responsibilities
Internal (in partnership with HR & LEEC)
  • Develop and implement CXM's learning and development roadmap, aligned with enterprise-wide capability strategies.
  • Design and deliver internal training (onboarding, leadership, compliance, customer empathy, digital tools).
  • Partner with HR and LEEC to standardize learning frameworks, leadership development, and engagement programs across CXM.
  • Lead the CXM performance management cycle (goal setting, coaching frameworks, scorecard alignment, performance reviews).
  • Support succession planning and career pathing for internal CXM employees.
  • Drive engagement and retention programs in collaboration with HR and LEEC.
External (in partnership with Vendor Management & CXM Stakeholders)
  • Strategize with Vendor Management on capability-building programs for BPO partners to ensure alignment with GCash standards.
  • Establish governance and reporting mechanisms to monitor vendor training effectiveness, performance improvement plans, and compliance.
  • Partner with vendor L&D and QA teams to ensure training delivery, coaching, and performance enablement are consistent across lines of business.
  • Align external performance scorecards with CXM targets (CSAT, DSAT, AHT, compliance, quality) and hold vendors accountable for improvements.
  • Build collaborative relationships with vendor stakeholders to address skill gaps, leadership capability, and employee engagement.
  • Ensure regulatory and financial consumer protection requirements are embedded in vendor training and performance programs.
Key Deliverables
  • Annual CXM Learning & Development roadmap (internal with HR/LEEC, external with Vendor Management).
  • Standardized training and performance frameworks across internal and external CX teams.
  • Effective execution of CXM scorecards and performance improvement plans.
  • Leadership capability programs (internal and vendor frontline leaders).
  • Learning effectiveness dashboards linking training outcomes to CSAT/DSAT and compliance scores.
  • Increased employee engagement and reduced attrition across internal and vendor teams.
Qualifications
  • Bachelor's degree in Psychology, Human Resources, Communications, or related field; advanced degree or certifications in L&D, OD, or coaching preferred.
  • 7 years in Learning & Development, Performance Management, or CX Operations, with at least 3 years in a managerial role.
  • Experience working with both internal employees and BPO/vendor partners in large-scale support organizations.
  • Strong knowledge of CX metrics, performance drivers, and compliance requirements in financial services.
  • Familiarity with LMS/LXP platforms and digital learning solutions.
  • Strong facilitation, coaching, and stakeholder management skills, with proven ability to work across HR, LEEC, and vendor ecosystems.
Key Competencies
  • Customer-Centric Mindset
  • Vendor and Stakeholder Management
  • Performance Analytics & CX Metrics
  • Coaching & Facilitation
  • Strategic Thinking & Execution
  • Collaboration & Influence (internal with HR/LEEC, external with vendors)
What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package